How Does Mattress Firm Stay In Business

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How does mattress firm stay in business

Mattress Firm

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Mattress Firm is one of the largest mattress retailers in the United States. What they do well is sell a variety of mattresses, from big names likeSerta & Simmonsto their own brands likeHampton & Rhodes,Sleepy’s, andTulo. They are also doing pilots of selling the innovative Purple mattress online as well. Like many big retailers, there are mixed reviews about customer service, sales tactics, and product quality.

Read on for the full run-down of what Mattress Firm offers.

Mattress Score

Overall Score: 8.3/10

Customer Satisfaction:8.2/10

Price Value:8.3/10

No Back Pain:8.2/10

Trial Period:120 Nights (Restocking Fee)

General Support:8.3/10 ⓘ

No Motion Transfer:8.3/10 ⓘ

No Odor on Delivery:8.3/10

Good for Hot Sleepers:8.4/10

Sex / Bounce:8.3/10

Good for Heavy Folks:8.1/10

Mattress Firm’s Specifics

Mattress Firm is one of the mostsuccessful mattress retailers in the United States. Over the years, they have acquired many other mattress retailers and local stores, and have found successbeing a one-stop local shop for sleep products and bedding.

What does that mean about their selection?They have a wider selection than most other local stores or online storefronts, which is a big win for customers.

But with that selection comes ahidden truth:

The prices are oftenmuch higher than buying direct from the manufacturer.

Mattress Firm does have a price-match guarantee, which shoppers appreciate. However, customers will have to be vigilant. This is because Mattress Firm has topay its salespeople commissions and markup product from their mattress brand partners.

What you are buying isa more personal service.

Read on to learn more about their selection. or browse our top rated alternatives.

Mattress Brands

By being one of the biggest mattress retailers, Mattress Firm has one of thelargest selections of mattresses availableto customers. They have10 mattress brands that you can find in storeand in some locations more independent brands as well.

We’ll go througheach brand in depthand discuss the positives and negatives so youcan get an idea of what you want before even walking into the store.

So here they are.

By far the mostexciting brand from Mattress Firmis their new mattress-in-a-box foam mattress, Tulo. The Tulo comes withthree different firmness options(firm, medium, and soft), which means that any sleeper can find what they are looking for. This brand also gets high ratings from customers and is a big commitment from Mattress Firm ininvesting in the future of sleep.

The pros:Super price-competitive foam mattress options withhigh marks for customers.

The consare that some foundother online options more comfortable for them.

Price Range: $375-$800

Final Score:9 / 10

One of the newer budget-friendly mattress-in-a-box brands available, 12 Park has taken a retailer model over the direct to consumer approach. Their mattressesfocus on all-foam designs for a more affordable price point. With open cell technology that keeps the surface layers cool,most sleepers find these mattresses cozy. However, there were some thathad concerns about durability and long term comfort.

The pros: Competitively priced all-foam mattresses with cooling technology.

The cons: Some concerns reported about longevity.

Price Range: $599-$1569

Final Score:8.7 / 10

Sleepy’s brand mattresses areall-foam with layers of memory foam. Coming in both a plush and medium option, in acompetitive pricepoint, there is a lot to love about Sleepy’s. Some customers have found that they don’t agree with the firmness of their mattresses, so make sure to test these out.

The pros: All foam options that receivegood feedback from customers overall.

The cons: There are some that hadissues with getting comfortable. The materials may not be as good as other similarly priced online alternatives.

Price Range: $799-$1099

Final Score:8.5 / 10

#4 Simmons Beautyrest

Simmons Beautyrest is one of the most loved brands of themattress retailer mattresses. Beautyrest are manufactured by SertaSimmons, who also manufacture the Serta brand mattresses. They have done a great job on creating a memorable brand and setting themselves apart with theirBeautyrest Blackluxury offering. Inside every Beautyrest arelayers of comfort foam and a pocketed coil systemto provide back and spine support. These mattresses startover $500so are in the mid to luxury category. That said, there have been similar complaints about the Beautyrest as their Serta counterparts, includinglongevity issues and high price markups for the materials used.

The pros: Some of the most comfortable mid-grade to luxury grade mattresses initially.

The cons: Some customers have found the Beautyrests to have longevity issues.

Price Range: $799-$4999

Final Score:8.4 / 10

Dreambed is another Mattress Firm brand, which was its first attempt at competing in themattress-in-a-box industry. The Dream Bed has gone through a few iterations and is nowfocused on providing a luxury memory foam mattresscompeting with the likes of Tempur-Pedic. Overall, these mattresses arepriced very highcompared with many online offerings. If you can stomach the price, there aremultiple firmness options and decent customer reviews, but not excellent overall.

The pros: High end memory foam mattress options with awide array of firmness offerings.

The cons: Very expensive vs other online options and only decent customer reviews.

Price Range: $2779-$4899

Final Score:8.4 / 10

Chattam & Wells offershigh end hybrid mattresses with either memory foam or latex. They have an ‘old-school design’ from the outside, but on the inside they havepocketed coils and high grade foams. Overall, the prices are higher than average for what you are getting and customers don’t often purchase these. That said, those that do tend to feel good about their initial purchase. Like others, you may be able to find a better price for a similar mattress elsewhere.

The pros: High end hybrid options with either memory foam or latex.

The cons: High prices for what you are getting from these mattresses.

Price Range: $3399-$5299

Final Score:8.4 / 10

Eclipse is aneco-consciousline of mattresses that focus most on layers of foam comfort. Their most popular models are theiraffordable all-foam optionsthat include a pressure-relieving plush version. Their prices arevery reasonable for the materials that they use, but there are some that have experienceddurability problems with their mattresses.

The pros:Eco-friendly andall-naturalmaterials are used in the Eclipse mattresses for a competitive price.

The cons: Some with heavier body types may find issues with durability and lasting quality.

Price Range: $299-$1999

Final Score:7.8 / 10

Hampton & Rhodes is one of Mattress Firm’sproprietary brand of mattressesand sometimes is branded alongside Sleepy’s offerings. They are known for focusing on providingbudget conscious optionsto customers. One of their most popular mattresses is the Aruba mattress that comes with7 layers of cooling and comfort foam and pocketed coilsfor just $599. These mattresses are a good option for very budget-conscious shoppers, butthere are some issues with durability long-term.

The pros:Good selection of products withlow cost for the amount of materials purchased.

The cons: Low priced foams and coil systems break down faster than more expensive varieties.

Price Range: $189-$699

Final Score:7.8 / 10

Stearns & Foster is best-known for itsluxury pillow top mattresses with cozy comfort layerssitting above pocketed spring support systems. These mattresses come with a high-end price tag and while most feel comfy in their Stearns & Foster mattress initially, there aremixed reports about durability, which have caused some disappointment.

The pros: Pillow top mattresses with luxury styles.

The cons: Mixed reviews on durability with many reporting issues with sagging over time.

Price Range: $1399-$3099

Final Score:7.3 / 10

Serta makes a variety of different mattresses ininnerspring, hybrid, and memory foam options. They are most famous for theiriComfortbrand of pocketed coil and memory foam hybrids. These mattresses come at awide range of options and prices, which means that oftentimes customers can find what they are looking for in the store independent of if they areside sleepers, back sleepers, or stomach sleepers. Though they get good reception from customers initially, there are those who have hadquick degrading of materialsin some of their mattresses.

The pros: Wide variety of products withvarying prices and firmness, which can fit any sleeper.

The cons: Oftentimes products are marked up exhorbitantly by the time they reach the customer and some have found that the value for the price is low. Others have had issues with lasting durability.

Price Range: $299-$3499

Final Score:7.2 / 10

Mattress Firm Alternatives

This is one of themost exciting times to buy a mattress. There are hundreds of brands that are coming into the marketto compete for your businessand this means:

Lower prices for better products if you know where to look.

Buying a mattress onlinedirect from the brandis one of thebest ways to get high quality for less. If you are willing to take a little extra time reading about the best mattresses for you, it canliterally save you $1000s of dollars and endless headaches.

If you are ready to learn more about why buying a mattress onlinedirect from the brandis better than visiting a store in person, read our2020 Mattress Buying Guide!

. orjump right in to reading our reviews for our Top Rated Mattresses.

Browse Mattress Firm Customer Reviews

Very happy with this mattress set. Good quality and great value.

This mattress was fantastic in the store. We thought we had finally found a mattress under $600 that fit all of our needs but we were wrong. We’ve had this mattress for a month and a week and already there are deep divots where our bodies lay at night.

Nice looking- good support-would buy again. Knowledgeable salesman.

I bought for a guest room. Seems to be nice no complaints from our guests yet.

Brought this mattress a month ago, so comfortable. Really enjoying.

My sales person was very knowlegable and helpful. Thank you! I’m very happy with my mattress.

I get this for $438 with tax, including tax, box and delivery free. For that price i think its good.

Within a week this mattress started to form dips in places you sleep. The twin sample felt convincing. I believe this mattress has a weight maximum of 250 pounds. If you have someone sleeping with you that weigh more than that you will have trouble with this mattress

I bought this cause I needed a new mattress and it was great but after a couple months I feel every spring

I purchased this for Christmas for my son the best gift everrrr.

I bought this before Christmas for my guest bedroom. My guests were not impressed and did not sleep well. I will be taking this back for a refund.

I needed to replace the old mattress due to hurricane Irma and this mattress was a great price. and included box springs. firm is just about right and perfect for our upstairs guest bedroom

This mattress was a gift to our son. He loves it and said he has slept like a baby since receiving this mattress. It was also higher than his old mattress, which is great because he is 6’3" tall.

I bought this mattress a couple weeks ago now and I am so glad I did. The mattress is exactly what I was looking for: firm, yet not rigid. This mattress has a springiness to it that provides the perfect mixture of support and comfort. The chronic back pain I was experiencing with my old mattress completely vanished after just two nights on this mattress. I would definitely recommend this mattress to anyone who is looking for a fabulous, reasonably priced, firm mattress.

sorry i cant write a review i am so comfortable i am still sleeping on my new mattress.

I bought this on black Friday. The people there were really nice. I didn’t feel rushed. The delivery was made on time and professionally. I have been sleeping on it for 25 days now. And so far, it is very comfortable. I’ve been happy waking up on my mattress.

I bought this a month ago and I can say this bed is amazingly comfortable. Although I wasn’t use to a firm mattress I love how fast I go to sleep when I get into bed. It’s firm but not too hard where you need to buy a mattress pad, which I was considering.

I bought this mattress for my 5 year old son and he loves it. Great quality mattress.

Went in about a month ago to Purchase a new mattress. Salesman Steven was very efficient and nice In helping me make my decision. I’m very happy i bought from mattress firm delivery was fast and awesome. Great Stuff from Mattress Firm will go there again for another one in Ten years lol.

My hubby selected this for his ache back, found it helpful but is not happy that it has "conformed" too much for his body, he feels it’s defective, which we will need to be having checked out. by Mattress Firm, ANYONE UNHAPPY BE SURE YOU KNOW YOU HAVE A PLUS 120 DAY RETURN REPLACE POLICY AND DO NOT FORGET MFGR WARRANTY GUARNTEE BEYOND THAT, OTHERWISE YOUR INVESTMENT FOR 10 + YEARS OF QUALITY SLEEP IS THROWING YOUR MONEY AWAY STAY IN TOUCH WITH YOUR STORE REP AND COMPANY MFGR

I brought a mattress and the service was very good.

Bought sight unseen. Added a pillow top cover and it is just wonderful. Now to see,how it lasts!

I just saw it went on sale for $400 for a queen set yesterday Dec 4 , 2017 and today I already regret it , when you sit on it it’s already sagging badly and I can’t imagine a few months later how it’s gonna look like !! I’m sure will return it and exchange for a better set for my son .

So comfortable and at the same time giving great contour support.

I bought this mattress unexpected and it’s the best thing I did. First night I slept on this mattress I went to sleep so fast I didn’t remover going to sleep.

This mattress is the most comfortable mattress I have ever had, if you purchase it you will not be disappointed. it’s great mattress to lay down in after a intense workout to just rejuvenate your body

the mattress and deliver was great! the 35 emails/texts/calls asking how my mattress is has gotten ridicules. Please STOP SENDING ME MAILS & TEXTS

We were in desparate need of a new bed, as usual, Beautyrest is awesome!

I bougth this mattres a month ago to my son, he feells very comfortable

I recently traded in my “high end” mattress for this one and couldn’t be happier. The back pain is been having for months is entirely gone, and I’m sleeping straight through the night. Truly a game changer!

I had this mattress about 3 months and it became less supportive and lost its shape and support. I do not recommend this mattress. The warranty did allow me to exchange it for a replacement, but I upgraded to another type.

I love my new mattress and love sleeping like a baby every night. A new mattress makes a big difference on your body.

This is a wonderful mattress. I am very pleased to recommend this mattress to all who enjoy a firm and comfortable supportive rest.

Great feel, awesome comfort. Sleeps great. I purchase 3 of the same set.

Bought this at the Labor Day sale and couldn’t be happier with it. Just the right amount of firmness but never hard. The only problem is that sometimes it feels so good that I don’t want to get out of bed!

The mattress is out of shape all ready had for a few months

We bought this for the guest bedroom and its perfect!

I bought just at a month ago. I lost everything in Harvey flood and was looking for something just to get by with. This mattress is already sagging and I have flipped it twice. It will not last very long. I also bought a bed frame and when it was delivered, it was bent at the head. The delivery personnel did not want to take it back and told me it did not affect the set up. I cant see going back to this company.

The bed is very uncomfortable. I regret making this purchase.

I got two of these for my rental space- but I want them for my house too- so comfortable!

My friend and I both got beds, mine was a King and his was a Queen . and we’re both finding it so hard to get up and out of bed, probably due to the comfort of the bed, it’s a Great bed knowing you don’t want to get up. I only gave 4 stars because delivery guys came pass delivery time with no ahead phone call stating problem with being so late.

So happy with this film mattress! Hope we feel the same after a few more months.

Easy purchase, great product, price and delivery!!


After about two weeks, I am waking up with no back ache. Thanks!

We bought this for our guest room. We bought 2 pillows for us and we love them.Also at your Campbell Blvd. Store Wayne was awesome. What a great person.

I have had this mattress about a month now and I love it!

I’m completely satisfied with this mattress. Love it!

This was purchased for my 4yr old daughter’s "Big Girl" bed. Somehow everyone else in the family ends up in her bed as well, it’s so comfy. and we have an IComfort! 🙂

Got the mattress one month ago ..Have not waking up not one time with a sore back or neck .. The mattress is super wonderful..

I am very happy with my matress it is very comftable.

This is an affordable mattress if you have back problems. It is firm and comfortable. The delivery came on time.

I ordered this mattress on Monday and it was delivered by Wednesday, so I am happy about the speed of delivery. However, after sleeping on the mattress for one night I am in the process of doing an exchange. Even though it’s going in the guest room if I hate, I’m sure guest will also.

I got this thinking it was going to be firm, but it’s definitely on the softer part. Th middle side goes down right away/ I am thinking of exchanging it. I have scoliosis and need a firmer bed. But overall it’s ok for now, but I know it won’t last long.

I bought this for a guest room and my guest was very comfy to sleep on this mattress.

I bought this mattress a month ago and I can’t complaint it has been wonderful for the money I paid for it. My back pain is not as crazy as before :))

It may be great for some but the mattress tends to form to your body and therefore leaves a hole in the mattress that you feel if you move. Ofc it goes away after a bit but it is noticeable and tends to wake me up when I move. solution you say. don’t move then. Lol

I bought at the Flower Mound location and the service was truly top notch, professional grade. Thank you

I bought this mattress over the memorial day weekend and thank goodness it had the 120 trial because it truly is not a firm mattress and within weeks my wife and i felt like we were right back in our old mattress of 8 years. Terrible mattress

Bought this a few weeks ago and it’s firm yet gives in just the right places. It’s not bouncy either, which is great when you are sharing a bed. I highly recommend!

I bought this mattress about a month ago and was extremely pleased with the delivery process! (I bought it in one city and had it delivered to another). The bed itself feels firmer than it did in the store. However, it lives up to one of its biggest selling points: it does not transfer very much motion which is great for when my partner stays for the night.


I bought this 8 months ago. it was great the first few months. Now, the mattress sinks in and I have major back issues from the bed. After a long day of working, you expect to come home and relax on the bed. my bed is the last place I want to be on. I don’t weigh a lot and for my bed to sink and cause so much back pain is ridiculous!! I wish MattressFirm had a one year guarantee because this mattress would be sent back!!

Bought this mattress a month ago for my 2yr old. He is loving his new " Big Boy" bed!

This mattress is super comfy, very supportive, and a great value.

I am enjoying this very firm and comfortable mattress. I am so glad I purchased. It was a bargain!

Good product and so was the mattress cover. A great deal in all

In less than 6 months the seems were already ripping. I had to have it exchanged and they wouldn’t let me upgrade. Feels very cheap and lightweight. Says the "regular" price is over $600 but it’s not even worth the sale price of $350. Stay away from this product.

My wife went into our local Mattress Firm here in Lafayette, LA. We were greeted by Barbara Lindon, she immediately found out what our preferences were in a new mattress. Her warm and opening personality made it easy for us after trying out a few mattresses to finally make a decision that suited us. Barbara worked with us according to our budget, but made sure we were totally satisfied with the choice made. Additionally, she told us of the 120 day period having the product in home and being totally satisfied that Mattress Firm would be the best choice in price and quality. Barbara did and excellent job!

I have just purchased my 4th mattress in the last 4 months. Three of these were for a vacation home remodel and one was for personal use. We worked with Shane at the mattress firm on Broadway in Portland Oregon. He was responsive, knowledgeable and very helpful. The mattresses in our vacation home ended up being too firm and he was very kind and helpful in making an exchange and being sure we were happy. I know several people who are mattress shopping and I have encouraged them to see Shane.

Mike, our sales rep was very helpful on helping us select the right mattress and no high pressure at all.

Worst delivery and service . I was sent a broken bed frame and the delivery guy told the warehouse that it’s broken. But they still asked him to deliver it to me. I rejected the delivery and rescheduled for next day. The driver came and seems he called me . I never got a call. I paid more that $1000 and it’s been a week that I am waiting for the mattress. I just moved from east coast with family and we are sleeping on floor . Forget about compensation, they are yet to deliver my mattres. Pathetic .

Purchased a mattress online for my elderly mother who lives in an assisted living facility. Asked specifically for a morning delivery as they close the facility at night and housekeeping/maintenance go home. Scheduled for 9am. On the evening before the delivery, I get a text stating delivery will be between 5-9 PM. So i call and tell them that was not the promised delivery time and too late for a delivery. They tell me the delivery people set their own schedule and I should not have been promised a morning delivery. I tell them to cancel the delivery. They say they will cancel, but the mattress is on the truck and refund will occur after they take it off the truck. I also call the next morning to confirm the order is cancelled. I ask them not delivery, the rep verifies "NO DELIVERY WILL BE ATTEMPTED". At 5PM I get a phone call from the delivery driver, I tell him the order was cancelled the night before. He says "Why did they send me all the way out here?", then hangs up on me. I call him back and tell him not to hang up on me, it’s not my fault your company sucks. So, lesson learned. This place may have good prices, but good luck getting the bed delivered at a reasonable time. If you do cancel, they will still try to deliver (probabaly at night). Don’t waste your time, order from Amazon.

My experience with this store started very positively. The sales lady Barbara was very insightful and willing to negotiate to get to a deal we were happy with which included a delivery within a matter of days. The delivery company arrived with the bed. They failed to use the “Red Carpet Service”, no booties or red carpets. They supplied a bed that had a large bubble in it due to the way it was stored during shipping. They were unable to identify that Mattress Firm had provided the correct headboard mounting brackets. There was a scratch on the remote for the base. During the delivery of the base and mattress they managed to damage the wooden floor in the bedroom. A scratch roughly 16 inches in length. From this point forward the communication from the Globe The Professionals Corp has been appalling. Failure to engage or acknowledge they were aware of the damage to the property. Everything has felt like I was working for them. There was a failed second delivery which also had a bubble in the bed. 3 weeks later and I am still waiting to get any sort of compensation or path forward towards the remediation of the damage caused during delivery. The communication with Mattress Firm has been on going but there has been multiple times where I have called to follow up and get a basic status of my order without rebuttal. After the second failed delivery they did do their best to reach out to ISerta to supply a new mattress but I am still yet to hear when I will actually receive this. Genuinely not one of these people who writes reviews of companies if I have bad service but at this point I feel so ignored and ill treated as a paying customer I can’t help but begin to try and steer people towards another supplier. It’s hard to know how they have gotten to be the largest mattress company ni the US with the standard of service and products I have been unfortunate enough to receive. I understand that there is cases where one or two things may go wrong, but once an issue is escalated beyond a normal sale there needs to be greater care and attention to ensure that the customer is not left in the dark and having to beg for a bed. Not like they gave it out for free. I will be using any other mattress firm going forward as will anyone I am come in contact with looking to make a purchase that is as important as a mattress.

we are long term customers at retail stores in exter pa. My mom got a king 10 yrs ago and her walls were scratched. I got a twin plush 4 yrs ago and and it was firm. 2nd mattress was determined defective my sleepy’s and third also sagged but i gave up/ Marcia told me she did not want me to go to Raymor and flanagan and she would take care of me with a new plush at 399 and no shipping to match R&F. she went on to say i got such a good price she had to charge for shipping. i went on line a week later and found Out i paid same as everyone and i was deciveved. It gets worse. I let marcia know i just had cancer surgery and i had 30 staples in my stomach and I needed a soft mattress and she viewed sleepy’s files and saw i had A PLUSH AND TOLD ME SHE WOULD SEND ME PLUSH. SHE ASKED ME IF I LIKED FIRM AND I SAID NO AND SHE SENT ME A FIRM. DOM TOLD ME SHE MADE A MISTAKE CAUSE SERIAL NUMBERS WERE ONLY ONE OFF AND WOULD GET AN EXCHANGE FOR FREE. I WAS CHARGED 100 AND I SAID INTERNET SAID IF I GIVE EMAIL I GET 50 OFF, BUT SHE GAVE ME 25 OFF NOT HONORING OFFERS AGAIN. I WAS CHARGED FOR SHIPPING A SECOND TIME BECAUSE I WAS SENT A FIRM AND I WAS BEING HELD HOSTAGE. I WAS IN AN EMERGENCY SITUATION DUE TO CANCER SURGERY AND THIS MARICA DID MY TRANSACTION WITHOUT ME BEING PRESENT TO SIGN MY CREDIT CARD AND SHE SENT ME FIRM MATTRESS ON PURPOSE. THE FRAUD UNIT IN CREDIT CARD HAS BEEN NOTIFIED. WHAT IS REALLY SICKENING IS ON THE PHONE SHE SAID IT WOULD BE A SLEEPYS PLUSH AND MY MOM AND FRIEND HAD ME ASK ON SPOT IS IT A BRAND NAME. MARICA SAID OH YA ITS A BEAUTY REST AND AT THIS POINT I NOW UNDERSTAND I WAS MANIPULATED AND TAKEN ADVANTAGE OF BECAUSE I WAS SENT A FIRM MATTRESS WITH OUT MY AUTHORIZATION . BOTTOM LINE IS MARICA IS SHADY AND SHE MAKES COMMISSIONS AND TALKS REAL FAST TO MAKE MONEY. NOT ONLY DID THEY LOSE LONG TERM CUSTOMERS THEY WILL GET SERIOUS BAD WORD OF MOUTH

bought it Friday at Venice, Florida store. Manager Nicholas Bell was. informed and helpful. I0 % veterans discount-

Czarr D Freeman From Dedham Store. He is the best! Understands what is talking about and very attentive. So happy with my purchase!

Our warranty claim was denied by Mattress Firm. When I pointed out that it met the requirements, they changed the answer to say it was out of the warranty period. Since I bought it at Mattress Firm and was going by their instructions, I found it odd. They said they are not responsible for what the store tells customers and would not provide a copy of the previous warranty information ( from when it was purchased).When I mentioned they were owned by the same company, they flatly denied it, when it is easily found online and the owners website. Either stand by your product or own up to its inferior quality, just don’t BS us. Deny, Deny and Deny. Similar plot line to the movie "the rainmaker".

I bought a new mattress right before my chemo started, because I knew I would be bed bound for several months. Within 2 months, the mattress started sagging & divots formed, causing severe back pain. I tried getting an pre-owned exchange, but when the delivery guys showed up, they claimed it was stained & refused to give me the other mattress. On top of it, the guy lied to me. The store manager is trying to be helpful, but he can’t get the company to give me the other mattress. I’m so angry that I spent $400 & the mattress I have is 100 times worse than my previous mattress. I’m contacting the CEO & head of customer service. This isn’t helping me recover from cancer.

Do not do business with mattress firm they are a total rip off. They are going out of business and filing bankruptcy. The products are horrible and they know it and are trying to sell them fast under false pretense and over priced. I purchased a mattress less than a year ago and it is falling apart. Sunken and slouching, I have to now go through the warranty department which is a hugh joke. I also purchased pillows from malouf who is another rip off with a hot and cold side. Needless to say not true and it sheds ever time I take the covering off to was it. Blue stuff everywhere! The lady mary who sold me this mess no longer exist and the store closed down. The other stores have people who are made and disgruntle because they know they are working for a junk furniture store. Buyer be very very very aware! Do not waste your money or you will be stuck trying to replace a piece of junk with another piece of junk.

Giving a one-star review only because a zero or negative star review is not an option! We bought a mattress and adjustable frame, as well as a hot tub from the sales representative. I don’t know if the hot tub is affiliated with Mattress Firm itself or not, but I will restrain my review to talking about the mattress and frame, along with the sales experience. First of all, if my review were to be about sales only, I confess my review would be positive. The guys were a bit pushy, but personable, and we spent a lot of money we otherwise would not have based on that experience in the information they gave us. However, we feel like we were lied to. First of all, we were guaranteed that the entire bed would arrive together at one time, and be assembled by their Personnel at that point in time. This did not happen. We received a giant troll of immense weight that the deliver slid onto our floor in the foyer, to leave for when the rest of the bed showed up. I am disabled and am not able to move this thing, so we have been trying not to trip on it ever since it was delivered nearly a couple weeks ago now. The plastic sheets around this role was extremely Dusty, Turin, and it looks like some rats or other animal may have puked on it. There may be p on it as well. This did not instill me with confidence, but I was hoping that the plastic sheath would protect whatever the contents are. It’s hard to tell. The first people who showed up to deliver the bed were astounded to find that we have cats. This, despite the fact that the entire time we spoke to the personnel he showed us the bed, we talked about our cats, and ask them to make sure that no one with allergies would be on the delivery team. Instead, the team that arrived were unprofessional and actually refused to install the bad because of the driver’s allergies. Note that this guy had giant gauges in his ears and seemed disrespectful the entire time. He pointedly kept looking over at my Bernie Sanders sticker on the door, and I got the feeling his discriminatory treatment was purely political. His partner was even worse, snickered and laughed, and would not look you in the eye. The person on the other end of the phone actually asked him to take pictures, and he told them on the phone that he could not take pictures of "a smell." The size is the breach in etiquette and privacy of actually asking the installers to photograph the interior of a client’s house, it wasn’t even relevant. Not to mention, I served in two of our military services, the US Marine Corps and the US Navy, and was a firefighter for 20 years where I also served as a Lieutenant, Advanced EMT, and Fire Marshal. I’ve been in countless homes across the United States and in my home state. While I will not claim to have the nicest house in the world, it’s certainly better than average. Not that that has ever mattered. I have never refused service to anyone in my career because of allergies, and would undoubtedly have lost my job, or worse, had I done so!! The company was also aware that we had cats, and one dog , from the outset, if this was something which might be problematic for any of their personnel. As for their demeanor, I was offended, hurt, and livid! I was actually rendered speechless at one point. My co purchaser contacted their representative after all of this, and we were assured that the bed would be delivered on Saturday, by their very best crew, that the offending delivery men had had complaints about them before, and that they would be fired.. It was not delivered on Saturday, and I highly doubt at this point that they even got rid of the ascending personnel oh, you were subcontracted in the first place! Now we’re being told that it will be sometime on Thursday. This is not acceptable, and I already dread dealing with whomever it is that shows up, if they show up. For context, my disability leaves me very little time each day where I can get up and around at all. I’ve already had three days stolen from me because of this, not to mention the physical pain it takes for me to get ready just to have them fail at their job or not show up at all , and I am at the end of my rope with this organization. This has been THE WORST experience I have ever had in my half a century plus time on this planet with any company, ever! At this point, I wish I had never done business with Mattress Firm, and, despite their continued assurances to the contrary, have lost the value of sleeping on the bed purchased for an extended time due to the company’s mismanagement, and horrible employee work ethic! My frustration has me at the point where I am considering legal representation. I am not a litigious man, so that shows just how badly I consider this whole experience to be. What started out as giddy excitement has turned into a horrible nightmare for both of us, and I have even had bad dreams after this experience. My recommendation to anyone considering buying from these people? Run away! Run as fast as you can!

Mattress Firm does not stand behind its products. (At least not my Purchase) Bought a new expensive mattress a year ago and the top has separated shifting about half a foot. Mattress firm refused with no explanation other than this is an except able defect.

Sales were fine. Product and warranty a joke. Puchased a Beauty rest hybrid twin x 2 for 2300 a piece. 1 is failing after 9 months. Can feel springs popping and moving when i roll. Went through their sham warrenty process. With pics and a video. They state it falls within their parameters. They said i can get a 3rd party inspection for $79. I agreed. Next email, they said no one in the area to do an independent evaluation but they gave me a 20% off coupon to purchase a new mattress from them. I will never do any business with mattress firm or buy beauty rest again. BUYER BEWARE. i was told by many people prior to buy a sleep number, but i didn’t and lost $2300. BUY A SLEEP NUMBER BED. DO NOT BUT FROM MATTRESS FIRM. They will rip you off…

They say you can return a mattress if you don’t like it for a 10% re-stocking fee, but that is a lie. My mattress did not fit my bed and they would not return or exchange it with something the appropriate size for my bed online. I bought the smallest height of mattress they had, but should have measured! You will not be able to return or exchange for something that will work for you. They also lied saying they didn’t have any other mattresses at other stores. Also, this mattress is so hot to sleep in. I didn’t turn my heater on last night and it got to 62 degrees in my house and I was so warm. It’s NOT a temper pedic either. DO NOT SHOP HERE!

Cancelation fee stay away

AVOID MATTRESSFIRM AT ALL COST. GO ANYWHERE ELSE. Back in 2013 we purchased a$500 mattress, nothing special just a mattress. It lasted us well until mid 2018. We started researching for a new one. Our thinking was maybe if we bought a higher end name brand we might actually get 15 years from it. We tried a ghost bed ( I loved it, Tim not so much) we returned it, no problems. Feb. 2019 we went to mattressfirm. We were the only people in the store. First should have been red flag was the attitude of sales clerk. Felt like we were a bother. After many questions, discussions of health issues. We decided on a $1500. Mattress. This was a huge investment for us. We discussed warranty, delivery, set up. About 4 months ago we noticed this mattress is in about the same shape our previous one was in at the 5 year use. My arthritis has gotten so bad I cannot walk upright or without support. I had friends come flip the mattress,and have had a bit of relief. Called Mattressfirm to see about warranty. 2 options $80 for their person to come out, or we can strip bed ( note I had to have people come to that) and take photos. But input was added in phone conversations oh you did not purchase new box springs. Your warranty is null and void. after 2 phone calls and basically the salesman saying we Did discuss the new box springs( no he did not) I guess we are getting nothing done as the last phone call..2 days ago. The salesman said he would talk to his supervisor and get back to us. WHATEVER you do NEVER,EVER purchase anything from this company. every step has been all wrong. Now on to figure out what to do for a good nights sleep. REMEMBER MATTRESSFIRM IS NOT AN UPSTANDING COMPANY

Mattress Firm just filed for bankruptcy and is closing hundreds of stores — here’s what it’s like to shop there

  • Mattress Firm filed for Chapter 11 bankruptcy protection on Friday and said it could close as many as 700 stores.
  • It is the largest specialty mattress retailer in the United States, with an estimated 3,272 stores, according to Wedbush analyst Seth Basham.
  • Last October, Mattress Firm filed a lawsuit against two former employees, a broker, and a group of developers, accusing them of conspiring to push the company to aggressively expand.

It has been an eventful few months Mattress Firm.

In the span of a year, the mattress retailer has been accused by internet sleuths of running a money-laundering operation, announced it would be closing almost 200 stores, watched on as its parent company’s business practices have been investigated, and battled an ongoing lawsuit against two former employees, a broker, and a group of developers, accusing them of conspiring to push the company to aggressively expand and open stores.

On Friday, it filed for Chapter 11 bankruptcy protection and announced it would be closing as many as 700 stores.

With an estimated 3,272 stores , it is the largest specialty mattress retailer in the US, and it’s not uncommon to find many of its stores right across the street from each other. Increasingly, it has come under pressure as new startups like Casper find ways to improve the experience of shopping for this high-ticket item.

We tested the experience of shopping at one of its stores back in April. Here’s what it was like:

To hear more of the stories around Mattress Firm’s stores, listen to "Household Name," a new podcast from Business Insider. Subscribe for free on Apple Podcasts, Stitcher, or your favorite podcast app.

How Do Mattresses Stay Put on Platform Beds?

A platform bed has a different kind of bed frame that typically is characterized by sitting low to the ground and having a firm surface upon which to put a mattress. This type of bed frame requires just a mattress without a box spring. Without the right supports, a mattress can slide off this type of frame.

Mattress Weight

Many platform beds do not have external catches for the mattress. These designs rely on the mattress weight to hold the mattress in place. This works well in most cases, but if you energetically get out of bed or bump the mattress with your leg, you may move it out of place. Shifting typically is only a few inches.

Wooden Blocks

Wooden blocks may be used to help hold a mattress in place. Small blocks usually are attached at the foot and head of the platform. Blocks also may be placed on the sides. Some designs feature small metal plates that perform the same purpose. If your platform bed has these, make sure you properly install the mattress, or the block or metal plate may rip it.


A less common design to hold a mattress in place on a platform bed is webbed straps. These straps may be located at the head and the foot of the bed, and are pulled over the mattress before the mattress pad or sheets are put on. The straps generally do a satisfactory job of holding the mattress in place, but they may be irritating under the sheets if the straps are too thick.

Fixing a Platform Bed

If your platform bed does not have a way to keep your mattress in place and you find it shifting on you, you easily can fix this problem. Take two small pieces of wood, paint them to match the bed, and nail them at the foot and head of the bed. This should help keep the mattress in place. Other solutions include taking more care when getting out of bed to not move the mattress out of place.

How Do Mattress Stores Stay in Business?

People don’t buy mattresses that often, but the stores are everywhere.

How do mattress stores manage to stay in business? They’re all over the place, but the average adult buys a mattress once every five to ten years. With high overhead and infrequent purchases, how are they around? (This question was inspired by a friend, Bethany.)—Not Bethany

I see your query, NB, and raise you. To my mind, it’s not just about how these stores manage to stay in business: The question is, moreover, how are there so goddamnmanyof them—particularly right now? Where I live, in Chicago, entire blocks are all but overrun with the places, which frankly don’t do much for a street’s aesthetics. In June, aTexas Monthlyarticle described the worrisome proliferation of mattress stores in Houston, where the venerably groovy Montrose neighborhood has become known as “the Mattrose” on account of all the new sleep shops. An April headline in theNorthwest Indiana Timesasked, apropos the town of Schererville, “Why the heck are so many mattress stores opening?” So: You and I aren’t the only ones wondering. What gives?

One thing that jars about this state of affairs is that, in the age of Amazon, there’s something very old-economy about mattress stores, beyond their relentlessly cheesy look. No one goes to bookstores to buy books anymore, right? Well, not exactly. A 2014 report by the consulting firm A.T. Kearney found that despite the digital hype, overall a full 90 percent of retail transactions still take place in physical stores. And according to an investor presentation by industry giant Mattress Firm, dedicated mattress stores account for 46 percent of total mattress sales, handily beating out furniture stores (35 percent) and department stores (5 percent) for the largest share of the market.

So mattress delivery by drone is still a ways off. But again, these stores aren’t just surviving, they’re flourishing—that market share has more than doubled in the last 20 years. Why open a mattress store when there’s another just down the street? Turns out the economics make perfect sense:

Running a mattress store doesn’t cost much.Since each store is essentially a showroom, with the product delivered to your home from a warehouse, sellers don’t keep a lot of inventory around. And the salespeople generally work on commission. So contrary to your assumption, overhead is actually pretty low. Plus, the uninhibited signage at these places provides constant free advertising.

The industry is benefiting from postrecession catch-up.According to the trade journalSleep Retailer, the global mattress market saw a decrease in sales in 2008 and 2009; in the years since, the rebounding economy—including increasing home ownership—has occasioned “remarkable” growth in the industry, saysSR, expected to reach $25 billion globally by 2017. The U.S. is the largest retail mattress market worldwide.

The markup is stupendous.This is the big one. Mattress markups are notably higher than for other furniture items:Consumer Reportsputs gross profit margins on mattresses at 30 to 40 percent, both for wholesalers and for retailers, and up to 50 percent for makers of super-luxe products. One estimate (from a boutique mattress upstart, so take this with a grain of salt) claimed that mainstream retailers can charge $3,000 for a mattress (after wholesale and retail markups, marketing costs, and commissions) that actually cost only $300 to produce. What accounts for this? It’s your classic oligopoly, where the market is dominated by just a few makers—think familiar names like Serta, Sealy, et al. More on this below.

Why are there so many mattress stores?

Shortly after Melissa Marik moved into a new apartment in February, a Mattress Firm store moved in a block or two away from Marik — and from another Mattress Firm.

She was baffled.

"I never even see anyone in the stores," said Marik, 27, who was walking down a mile stretch of Clybourn Avenue in the Lincoln Park neighborhood that boasts five Mattress Firms, two American Mattresses and a Sleep Number.

Even the CEO of Mattress Firm, Ken Murphy, agrees Chicago probably has a few too many — but there’s a method behind what some may see as the madness of mattress stores seemingly on every corner.

In its best markets, Houston-based Mattress Firm aims to have a store for about every 50,000 people. That means Murphy would eventually like to have roughly only 200 in the Chicago area. Today, there are 235.

Some duplicative or unprofitable stores will be closing but not right away. Mattress Firm is reviewing its real estate footprint with an eye to trimming stores but hasn’t yet decided how many or which stores to shut down, according to the company’s first-quarter financial report. Most closures will come as store leases end, Murphy said.

Even 200 is a lot of stores specializing in a product that for many customers is a once-in-a-decade purchase.

"Car dealers come closest, but there are no other retail chains that focus on big-ticket discretionary products with that many stores," said Wedbush Securities analyst Seth Basham.

Roughly 9,000 specialty bed and mattress stores in the U.S. generated about $11.5 billion in revenue in 2015, according to a report last year from market research firm IbisWorld.

So why are there so many?

In Chicago, the answer has a lot to do with Mattress Firm’s push to grow through acquisitions.

Mattress Firm, the U.S.’s largest specialty mattress retailer, got into the Chicago mattress market about two years ago when it acquired Back to Bed and Bedding Experts. It bought another competitor, Sleepy’s, last year and finished rebranding those stores by July 4.

"While in many respects it’s been a great opportunity to get as populated in the market as quickly as we have, the downside is we have real duplication of stores right on top of one another," Murphy said.

It still has competition from other specialty mattress chains, including Sleep Number and Addison-based American Mattress, in addition to furniture stores and big-box retailers that sell mattresses.

Furniture stores and department stores used to be the only places to buy a mattress, said Jerry Epperson, a furniture and mattress industry analyst with Mann, Armistead & Epperson. But manufacturers, which wanted to encourage people to replace their mattresses even if they weren’t buying a new set of bedroom furniture, started promoting the idea of dedicated mattress stores, and they’ve been spreading rapidly since the 1990s, he said.

Industry analysts’ take on whether the U.S. has too many mattress stores depends on how well they think generalist brick-and-mortar retailers and online mattress startups will fare against traditional mattress specialists.

But Murphy said there’s "a logic to the apparent madness" of the store-on-every-corner approach.

A new mattress — expensive and nonessential — was an easy purchase to delay during the recession, which has likely led to some pent-up demand, said Rice University marketing professor Utpal Dholakia, who got interested in the mattress business when a British student wondered why every American strip mall seems to have its own mattress store. Industry analysts also say a spate of bedbug infestations may have prompted at least a few extra sales.

Mattresses are a relatively high-margin product, and stores don’t need that many employees, meaning each location doesn’t need to sell a huge number of mattresses to break even, industry analysts said. And every store does double duty as advertising — important for a product most people don’t think about until they need it.

"We want prominent, convenient, high-profile locations our customers will be driving or walking past anyways so that when they do get in the market, we’re the natural default option," Murphy said.

He thinks there’s room for more Mattress Firm stores, albeit not in Chicago. The company had 3,472 as of May 3, and he thinks it could support about 4,500 across the U.S.

Mattress Firm is trying to be the first truly national brand in the mattress space in hopes that scale will give it more leverage over vendors, more efficient operations and better name recognition.

But analyst Basham said he’s on the fence about how big a boost national scale will provide amid growing competition.

Online upstarts are looking increasingly strong in a sector that was once considered internet-proof.

The best-known are early entrants like Casper, Tuft & Needle, Saatva and Leesa, but KeyBanc Capital Markets analyst Brad Thomas estimated there are 50 or more brands trying to get a piece of your bedding and mattress dollars.

So far, they account for a tiny but growing share of the overall market — about 4.6 percent this year, up from 1.8 percent last year, according to Thomas’ June report.

Younger customers are more open to the idea of buying mattresses over the internet without first getting to test them in stores, Epperson said. That’s partly because millennials are accustomed to shopping online but also because online companies have done a better job marketing things young customers care about, like ease of purchase.

"If you think about how mattresses have been marketed, it’s all about health issues. If you read the ads, mattresses cure everything but balding," he said.

When Wedbush surveyed 1,000 shoppers about buying online, only 10 percent said they were willing to do so without perks like free delivery, 100-night free trials and free returns. But when those services — all of which many e-commerce mattress companies offer — were included, about 30 percent were open to buying online, Basham said.

Most larger bed-in-a-box brands sell for between $500 and $999, depending on size. That is the most popular price range for all mattress sales, accounting for about 41 percent of mattresses sold last year, according to the KeyBanc report, citing data from the International Sleep Products Association. Only 5 percent of mattresses sold were priced above $2,000, though they accounted for 18.5 percent by value.

Some traditional companies have responded with their own bed-in-a-box options, including Mattress Firm’s Dream Bed at $600 to $999 and Sealy’s Cocoon at $549 to $950.

Meanwhile, online players are also finding ways to cater to customers who still want to try before they buy, whether through showrooms or partnerships with brick-and-mortar retailers.

Furniture company west elm is selling Casper mattresses in all its stores after the companies announced a partnership last week.

Pairing up with west elm meant Casper could get into brick-and-mortar sales beyond those at its New York and Los Angeles showrooms much earlier than the company could have done on its own, said Casper co-founder and CEO Philip Krim.

"We’ve tried to change the traditional paradigm a bit, but there are still people who need to sleep on it first," Krim said.

Lana Galkina, 19, sleeps on a bed-in-a-box in the room she sublets. "It’s not comfortable, but it does the job," she said.

Mike Hare, who is engaged to Marik, of the North Side, wasn’t sold on that option. "You’re sleeping on it for hours every day. I have to feel a mattress," said Hare, 28.

He bought his last one at Darvin Furniture in Orland Park. Hare was moving and said it made sense to get the new mattress and furniture all in one place.

Some furniture stores and big-box chains see that convenience as an opportunity to take customers away from specialists.

Suburban Detroit-based Art Van Furniture, which is expanding in the Chicago area, has opened 38 free-standing PureSleep brand stores in Michigan, Illinois, Indiana and Ohio since 2009. The company has 89 PureSleep galleries in its furniture stores.

Chains like Costco — traditionally known for a more limited, low-end selection — have benefited from customers’ growing comfort with researching mattress options online and ordering directly from the retailer, Basham said.

But how much of the mattress game they can win is an open question, and traditional specialists are fighting back with efforts to improve online sales and expand their range of products to give customers a reason to shop more frequently.

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